Ability to select more than one successflow

Lauren Ostroski

• October 26, 2019 23:56

There are cases when more than one successflow applies to a touchpoint (i.e. a customer provides voice of the customer feedback that indicates they have a barrier to adoption - VOC and Risk could apply and we'd want to tag this as both types)

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  Ravit Danino

  • November 13, 2019 20:32

  HI Lauren, 

   

  To make sure I understand your need; You are looking for a way to categorize the touchpoint by the method the data was provided and under a specific flow. 

  Accurate?

   

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  Lauren Ostroski

  • November 13, 2019 20:49

  Hello - No, I don't think so. It's not necessarily the method the data was provided but rather some touchpoints can be grouped as more than one type/process/engagement. Instead of copying and pasting two touchpoints and selecting a different successflow for the same duplicate touchpoint, it would be helpful to have the ability to select more than one successflow to properly define the engagement and not have to duplicate the same touchpoint on an account to accurately depict the engagement (as the example above, we would want to capture feedback as Voice of the Customer but also be able to capture the engagement related to customer risk). I think in theory it sounds good that an engagement has only one successflow but it's not necessarily the reality of how every engagement works and only being able to select one successflow limits our ability to report properly. 

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  Kelly Smith

  • December 05, 2019 15:23

  Hi - Our organization has the same question as above in regards to selecting more than 1 successflow per touchpoint instead of duplicating touchpoints. Do you know if there are any updates or if this is an enhancement that needs to be created? 

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  Laurence Dean (Group)

  • April 06, 2020 03:02
  • Edited

  We are getting an increasing demand to be able tag a "Touch Point" with multiple Successflows or simply segment the data for analysis later on, so maybe a secondary tagging system (@keyword?).

  So you might have had an "Upsell" conversation with the client, that you want to Tag as a "Upsell" in a Successflow, but you might want to add, a focus "Highlight" tag, a "Product idea" tag, even a "Service" tag.

  That way you can then data mine the "Touch Points" at a later date using a segment for say business reporting.. i.e How many Upsell conversations that should be highlighted for management, or how many Product ideas have you raised in the last 90 days.

  At the minute you can only choose 1 tag.. would be good to be able to chose say 3 or even one which generates a sub menu that is customized based on the primary selection to give you 3 more choices.

  I don't think there is value in going passed 3, as people will be inclined to pick all of them which defeats the issue... but we definitely need it for more than one, as its not practical to cut and paste and chance the Successflow... it just adds noise to the system.

   

   

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  Vijay

  • April 06, 2020 04:26

  Hi Laurence,

  In the new touchpoint experience we added touchpoint reasons and users can choose more than one reason almost like a tag.. Have you set that up? Look for Touchpoint Reasons section here

  Let me know if this serves what you are looking to accomplish.

  Cheers

  Vijay

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  Laurence Dean (Group)

  • April 06, 2020 04:54

  Thanks, but there isn't enough granulation in the reasons.... and i think that would probably give use the wrong outcome as, we need to tag more than one... you can only tag one reason.

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  Vijay

  • April 06, 2020 05:38

  Laurence we have a setting that controls if you want one reason or more.. you can set it to multiple reasons..

  

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